10,000 Hours? One Might Be Enough.

Most of us have heard of the 10,000 hours rule, made famous by Malcolm Gladwell in his book Outliers. The 10,000 Hours Argument Malcolm proposes that 10,000 hours of deliberate practice are needed to become world-class in any field. Deliberate practice by the way?...

Prepare To Be Successful

Want to dramatically improve the results you’re getting as a CSM? Before your next customer success conversation do the following. Get a big sheet of paper, split it into 5 columns. In column 1 list the Top 10 ways to improve delivery of value to the customer....

Getting Fit For Customer Success

There is a school of thought that most gains in the gym come from the time your muscles spend under tension. According to this theory lots of reps won’t move the needle much: to improve you need to safely work your muscles under tension as much as possible. At...

Addressing Complexity In Customer Success

Here’s a short list of things that make customer success complex, interesting and hard to get exactly right. Each customer is different and usually wants different results. Each customer usually has multiple stakeholders, each with their own priorities. Getting...
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